Customer Success

This is a fully remote position, open to applicants in Spain, +1 more country.

📋 Description

• This role is focused on building, where you will take charge of both the technical intricacies and commercial results for some of ElevenLabs' most dynamic customers in Southern Europe, operating at the convergence of product, engineering, and revenue.

• You will proactively address challenges by understanding how customers implement ElevenLabs across web, mobile, and their systems, identifying potential issues before they arise, inspiring innovative use-cases, and managing the solution from start to finish.

• You will also be responsible for the financial aspects: renewals, expansion, and cross-selling. Achieving success in this role means significantly contributing to revenue retention and growth within your portfolio.

• You will facilitate onboarding, enablement, and expansion across the entire ElevenLabs platform, including core speech models, creative tools, and Agents. You will guide customers on practical deployment, analyzing usage and performance data to detect friction early and ensure ongoing adoption.

• Additionally, you will manage commercial results for a specific portfolio against defined targets: Gross Revenue Retention, Net Revenue Retention, cross-selling, and net expansion. You will identify expansion opportunities early, oversee renewals and upsells from start to finish, and collaborate closely with Sales, Engineering, and Customer Success leadership to convert technical achievements into revenue.

⛳️ Requirements

• A minimum of 5 years of experience in Customer Success, Account Management, or Technical Account Management, particularly within complex B2B SaaS, Developer Tools, or AI/ML products in the Southern Europe region.

• Demonstrated experience in owning and managing a defined Book of Business.

• Proficiency in Spanish and/or Italian (preference for both), along with English.

• Proven experience working in the Southern Europe market, with an understanding of its landscape and cultural nuances.

• Familiarity and practical experience in building and deploying AI agents.

• A strong builder mindset - you excel in ambiguous situations and enjoy being a pioneer, seeking innovative approaches across an entire region or market to drive revenue outcomes.

• Familiarity and experience with API Integrations, along with comfort and knowledge in navigating SDKs.

• Established experience collaborating cross-functionally with Sales, Engineering, Product, and Marketing teams.

• Proven track record of driving revenue outcomes, including managing a revenue quota and identifying, qualifying, and closing cross-sell opportunities along with renewals.

• Excellent problem-solving, technical, and analytical skills to effectively address customer needs and concerns.

• Strong communication and interpersonal skills, with the ability to establish and maintain relationships with customers at every organizational level.

• Self-driven and capable of working independently in a remote or distributed team environment.

🏝️ Benefits

• Innovative culture: You’ll be part of a generational opportunity to define the trajectory of AI, surrounded by a team pushing the boundaries of what’s possible.

• Growth paths: Joining ElevenLabs means joining a dynamic team with countless opportunities to drive impact - beyond your immediate role and responsibilities.

• Learning & development: ElevenLabs proactively supports professional development through an annual discretionary stipend.

• Social travel: We also provide an annual discretionary stipend to meet up with colleagues each year, however you choose.

• Annual company offsite: Each year, we bring the entire team together in a new location - past offsites have included Croatia and Italy.

• Co-working: If you’re not located near one of our main hubs, we offer a monthly co-working stipend.